Khoros Service offers omnichannel engagement on publicly available channels like social, digital, chat, and voice, as well as owned online communities like Khoros Communities. The solution offers 1-to-1 and 1-to-many engagement with customers and consumers, bringing together automation through bots…
5 years of experience2 years of experience4 years of experience1 year of experience
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Khoros Service offers omnichannel engagement on publicly available channels like social, digital, chat, and voice, as well as owned online communities like Khoros Communities. The solution offers 1-to-1 and 1-to-many engagement with customers and consumers, bringing together automation through…
15 people also want pricing
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
Kustomer is a customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. Kustomer was acquired by Facebook in late 2020, but spun out in 2023 and re-launched as an independent entity, Kustomer, LLC.
Khoros Service offers omnichannel engagement on publicly available channels like social, digital, chat, and voice, as well as owned online communities like Khoros Communities. The solution offers 1-to-1 and 1-to-many engagement with customers and consumers, bringing together automation through bots and human agents.
Customer inquiries and support-related conversations can be routed and prioritized based on a variety of parameters, and the robust agent desktop solution allows agents to efficiently manage conversations, both in real-time and asynchronously. The Agent Assist feature offers in-the-moment content and responses to help agents respond faster and with better results. The bot and automation builder tool allows conversations to be automated using AI and automated workflows. Users can build customized dashboards with built-in analytics, surfacing KPIs that are most meaningful to them.
Key benefits include:
Improves customer experiences while driving agent efficiency
Engages customers in their channel of choice–SMS, messaging, social, chat, in-app, email, voice–providing complete omnichannel coverage. Khoros simplifies agent workflow with a single desktop, unified customer profiles, and AI-powered support, while automated analysis of sentiment and customizable dashboards help optimize team performance and customer satisfaction.
Increases efficiencies through automation
Centralizes automated experiences across systems, applications, and channels in one platform to streamline customer interactions. By harnessing Natural Language Processing (NLP), it can reduce call volume with conversational bots across multiple channels, while IVR redirection and AI orchestration ensure efficient customer service.
Accelerates resolution to delight customers
Creates a hub for customers to connect with experts, learn, and get answers to their questions at any time, in any region. Users can deflect up to 80% of calls and customer inquiries, potentially saving brands millions in annual support costs.
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android, Windows Phone, Blackberry, Mobile Web |
| Supported Countries | Global |
| Supported Languages | Detection and ingestion for engagements in over 100 languages, and native UI display for users in 31 languages. |
| Security |
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 0% |
| Mid-Size Companies (51-500 employees) | 10% |
| Enterprises (more than 500 employees) | 90% |
